Customer Support Operations Manager

Intermediate (3-6 years)


Technical Skills

  • Costing
  • Customer Service
  • Succession Planning
  • Training

Job Description

Customer Support Operations Manager

Location: Shatin 沙田

Working at the IKEA Group means that you are part of an inspiring, fun and fast-paced environment. We’re the world’s largest home furnishing retailer, with 135,000 co-workers and operations in 43 countries. We offer exceptional career and learning possibilities at IKEA. Our co-workers are encouraged to try different roles, and many change between functions and countries several times in their careers. You can design your own career path according to your development plan and future goals. We believe in every co-worker’s ability to develop. Because as you grow, IKEA grows too.

Customer Support Operations Manager


  • Lead and take charge of running an efficient, cost-effective and customer-focused customer support centre which provides customer services beating expectations
  • Timely resolve escalated customer complaints in a responsible, understanding and friendly manner by applying our IKEA policies
  • Define operational KPIs with line managers and actively monitor performance in order to meet our customer expectations
  • Work as customer insights hub for the company to collect, analyze and share the customer feedbacks to all relevant shareholders for continuous improvement
  • Act as the business owner of application IT tools and systems in Customer Support Centre and support the development of a multichannel operation to improve customer experience
  • Ensure all contact centre initiatives grow our business and are sustainable in bringing of long-term profitability
  • Lead, train and motivate the Customer Support team by taking full responsibility on their competence development and succession planning
  • Keep abreast of knowledge of customer support / contact centre industry in terms of best practices and technology


  • 7+ years of experience in sizable customer support centre operations in Retail/Service Industry with at least 3 years of experience in management role
  • Able to work on a strategic, tactical and operation level with strong business acumen
  • Proven customer-focused mindset and passionate about bringing customers a positive shopping experience in home furnishing industry
  • Self-motivated with proven ability to achieve great business through people
  • Enjoy working in a fast-paced and dynamic environment
  • Strong analytical skills and numerical sense
  • Excellent presentation and communication skills in verbal and written Chinese and English.  Mandarin is a plus
  • Shift duty is required for this position

To understand more about IKEA, please visit our company website at

Personal data collected will be kept and handled confidentially by authorized personnel for recruitment purposes only.  It might also be disclosed to our subsidiaries, associates and agencies authorized to process the information for appointment.  The Company will retain the applications of candidates not selected for a maximum period of 24 months after the selection process is finalized.  Our Personal Information Collection Statement (PICS) is available at our career site and can be provided upon request by contacting our Human Resources Department.

Applicants not heard from us within six weeks may consider their applications filed for future reference.

Employment TypeFull-time
Career LevelIntermediate (3-6 years)
Education LevelNon-specified
LanguageEnglish, Cantonese, Mandarin (Putonghua)
Dairy Farm InternationalRetail and e-commerce

11/F Devon House, Taikoo Place, 979 King's Road, Quarry Bay, Hong Kong

directions_walk4 mins walk from Quarry Bay Station